MADDISON KROPP

In 2021, Maddi joined Flick as a Customer Care Consultant without any prior experience in pest control. However, she swiftly transformed into a highly knowledgeable team member who could effortlessly identify customers' issues and guide them on how the technician would tackle them, thereby instilling a sense of comfort in them. Maddi's initial goal when entering the pest control industry was simply to secure an office job. Having previously worked in hospitality and retail, she longed for a more predictable work schedule. However, upon landing the position, Maddi was pleasantly surprised by the depth and excitement of the job. She considers herself fortunate to have stumbled upon such a fascinating opportunity.

Maddi's proficiency in the operating system grew exponentially, and she soon became the go-to person for the Rockhampton branch and other local branches when it came to intricate job set-ups, scheduling, and invoice requirements. With her growing expertise in pest control and the inner workings of the industry, Maddi was poised for greater achievements. In the beginning of 2022, she was elevated to the position of Termite Consultant, where she spearheaded the development of new protocols and collaborated closely with clients and technicians alike. Maddi's unwavering focus on customer satisfaction, as evidenced by her impressive KPIs, bookings, and revenue, has resulted in a string of successful months for both her and the branch. In fact, the previous month marked a new milestone for Maddi and her team, as they achieved record-breaking results.

Maddi is a driving force behind the inspection-totreatment-to barrier processes and revenue, but she also serves as a central point for all termite-related discussions with customers and staff. She's not afraid to get her hands dirty and has worked alongside technicians in the field, drilling, spraying, inspecting, and treating. This hands-on approach demonstrates her eagerness to learn and provide better, more relatable information to customers, making it easier for technicians to upsell. In fact, she keeps multiple jars of specimens collected from various sites near her desk, which she's happy to show to anyone interested. Maddi's phone manner exudes confidence and reassurance, as she understands customers' concerns and fears, is mindful of costs, and ensures they receive value for their hard-earned dollars.

Over the past year, Maddi has played a crucial role in securing key contracts and retaining major clients with multiple properties. She has successfully turned detractors into strong promoters, showcasing her mature outlook despite her young age. Maddi's ability to empathise with customers and provide effective solutions has been instrumental in her success. She is constantly seeking ways to improve systems, processes, and staff training, and is always willing to share her knowledge and experience with others. Maddi's unwavering commitment to Flick's values of Trust, Innovation, and Passion has earned her the trust of her customers and colleagues alike, and she continues to inspire others to strive for excellence.

Maddi's fascination with Termites knows no bounds. She's even shelling out her own money to attend the Termite Professional Conference, where she hopes to learn everything there is to know about these tiny creatures. However, she's also looking forward to the WIPM Leadership workshops, which boast an impressive line-up of speakers. With so many options to choose from, Maddi is finding it hard to decide which speaker to prioritise.